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Peoplecert ITILFNDv5 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| ITIL Practices | 34-38% | - General management practices - Technical management practices - Service management practices |
| The Four Dimensions of Service Management | 13-17% | - Information and technology - Partners and suppliers - Value streams and processes - Organizations and people |
| ITIL Service Value System | 13-17% | - The service value chain - Inputs, outputs, and activities of the service value chain - Interaction between the service value chain and the guiding principles |
| ITIL Guiding Principles | 15-19% | - Optimize and automate - Start where you are - Think and work holistically - Focus on value - Keep it simple and practical - Collaborate and promote visibility - Progress iteratively with feedback |
| Introduction to ITIL | 2-4% | - Purpose of the ITIL Foundation qualification - Key concepts of service management |
| ITIL Service Management Framework | 2-4% | - ITIL service value system (SVS) - ITIL guiding principles - The four dimensions of service management |
Peoplecert ITIL Foundation (Version 5) Sample Questions:
Question 1
What BEST describes an event?
A. A request from a user for a normal service action
B. The addition or removal of anything that could have a direct or indirect effect on services
C. Any change of state that has significance for the management of a service
D. A sudden unplanned event causing great damage
Question 2
Which of the following describes a management practice?
A. A set of organizational resources and capabilities designed to perform work or accomplish an objective
B. A set of interconnected activities that an organization performs to create and deliver products
C. A series of steps that an organization uses to create and deliver products
D. A visual representation of how an organization co-creates value with stakeholders
Question 3
Which term is used to describe removing something that could have an effect on a service?
A. A problem
B. An IT asset
C. A change
D. An incident
Question 4
How should the ITIL Guiding Principle 'collaborate and promote visibility' be applied?
A. By reusing existing processes wherever possible
B. By capturing feedback after each iteration
C. By involving stakeholders and sharing information with them
D. By limiting communication to management only
Question 5
What is a digital product?
A. A formal description of one or more services designed to address consumer needs
B. A combination of an organization's resources based on digital technology and designed to offer value to consumers
C. Actions performed by a service provider or jointly by a service provider and consumer
D. The access to the service provider's resources and their use according to the agreed terms and conditions
Solutions:
| Question 1 Answer: C | Question 2 Answer: A | Question 3 Answer: C | Question 4 Answer: C | Question 5 Answer: B |
Avery -
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